Jennifer Kays
Benton
Summary
Strategic Human Resources leader with over 17 years of progressive experience in hospitality and contact center operations. Proven track record of designing and implementing enterprise-wide initiatives that elevate service quality, strengthen leadership capability, and drive employee engagement and retention. Skilled in building and leading high-performing teams, developing frameworks for scalable programs, and delivering leadership training programs that align with business objectives. Adept at leveraging data analytics to identify trends and inform strategic decision-making. Recognized for fostering inclusive, collaborative cultures, and serving as a truster partner to leadership in advancing organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Human Resources Manager
Hyatt Global Contact Center
Marion
09.2021 - Current
- Lead a team of four HR team-members across multiple locations, setting objectives, performance goals, and development plans to ensure operational excellence and alignment with business needs.
- Serve as a strategic partner to Guest Services leadership on talent acquisition, workforce planning, and leadership development, ensuring that hiring strategies and training programs align with organizational priorities.
- Designed and facilitated management training programs (HR 101, New Manager Orientation, Annual Compliance, Interview Training, Progressive Counseling certification), strengthening leadership capability, and ensuring consistency across the Global Contact Center organization.
- Spearheaded the rollout of enterprise initiatives, including Hyatt’s Mentorship Program, Job Shadowing Program (Flights), Hyatt Journeys onboarding, Ambassador Program, and Long-Term Incentive rollout, driving engagement, service culture, and retention.
- Applied data analytics trend analysis to evaluate recruiting strategies and refine hiring profiles (including on-site work in Manila to assess BPO recruiting), and leveraged program data to inform future changes and enhancements to the Mentorship Program, Job Shadowing Program, and Progressive Counseling certification.
- Partner with cross-functional leaders (HR, Operations, Learning) on various strategic projects.
- Provide HR guidance and resolution support on complex employee relations issues, including disciplinary actions, investigations, and sensitive cases, balancing compliance with a positive employee experience.
- Direct payroll and colleague data administration functions, ensuring accuracy, timeliness, and compliance with policies and regulations.
Human Resources Manager
Hyatt Global Contact Center
Marion
07.2015 - 09.2021
- Served as dedicated HR Manager for a contact center of 200 employees, overseeing recruitment, progressive discipline, investigations, accommodations, compliance, and employee engagement
- In 2018, assumed expanded responsibility for multi-state recruiting (23 states) and HR leadership across 700 employees following the integration of two Global Contact Centers into one team.
- Directed full-cycle recruiting strategy for large-scale hiring needs, while ensuring compliance with EEO, ADA, FMLA, and Affirmative Action requirements.
- Partnered with leadership on employee relations cases, safety programs, and workforce compliance, mitigating risk while fostering an inclusive, high-performance culture.
Guest Services Manager
Hyatt Global Contact Center
Marion
08.2013 - 07.2015
- Co-managed a team of 138 employees across multiple functions, driving service excellence and operational performance in alignment with Hyatt’s brand standards.
- Provided monthly coaching and development to a direct team of 35–45 colleagues, building strong coaching relationships that improved individual performance, engagement, and career progression.
- Managed and monitored department goals to meet Key Performance Indicators.
Human Resources Coordinator
Hyatt Global Contact Center
Marion
01.2011 - 08.2013
- Interviewed, selected, and completed onboarding process for new employees.
- Maintained personnel records, Affirmative Action good faith plan, and various company compliance trainings.
- Processed items related to payroll process.
General Sales Associate/Contact Specialist
Hyatt Global Contact Center
Marion
01.2008 - 01.2011
- Answered inbound calls from guests and corresponded with guests via email regarding hotel reservations or maintaining loyalty program account information.
Education
Master of Business Administration - Human Resources
McKendree University
Lebanon, IL05.2020
Bachelor of Business Administration - Human Resources Management
McKendree University
Lebanon, IL12.2012
Skills
- Leadership development
- Mentorship Program Development & Facilitation
- Job Shadowing/Experiential Learning Program Development & Facilitation
- Cross-functional/global collaboration
- Program design & rollout
- Employee Engagement & Retention Strategies
- HR Compliance & Risk Mitigation (ADA, FMLA, Employee Relations)
- HRIS, ATS (Taleo), and Dimensions Timekeeping
- Talent Acquisition Planning
Awards
- Associate of the Quarter, April 2010
- Associate of the Quarter, October 2011
- Manager of the Quarter, April 2015
- Manager of the Year, 2020
Certification
- PHR
Timeline
Senior Human Resources Manager
Hyatt Global Contact Center
09.2021 - Current
Human Resources Manager
Hyatt Global Contact Center
07.2015 - 09.2021
Guest Services Manager
Hyatt Global Contact Center
08.2013 - 07.2015
Human Resources Coordinator
Hyatt Global Contact Center
01.2011 - 08.2013
General Sales Associate/Contact Specialist
Hyatt Global Contact Center
01.2008 - 01.2011
Master of Business Administration - Human Resources
McKendree University
Bachelor of Business Administration - Human Resources Management
McKendree University
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